Hilton Garden Inn Baltimore/Arundel Mills

Came here just after checking into my room and the kitchen was closed. The cook, Dean, said that he would make me some wings because I was a guest! Now that’s customer service!
I tipped the guy a $ 20 for his outstanding service commitment
Larry the bartender, on the other hand, was a weeny. Would not serve a beer after he was closed but did ask if I wanted my wings to go. Well of course Larry I want them to go. I can’t sit here at the bar and enjoy my wings with a beer because you are closed. I see a coaching opportunity here.
I understand that the bar was closed but his customer service is subpar.
Tiffany at the front desk was friendly and helpful.
Thank you guys… your customer service out shines Larry poor service

We stayed here over the weekend. The hotel is nice. Literally mins from the casino. They have a breakfast buffet in which you have to pay for. Their customer service is great. No problems at check in. The rooms were pretty ok. I guess I expected more from a Hilton (this was my first time staying at a Hilton.) The beds are hard (very firm) whatever you want to call it. It literally feels like you are sleeping on the floor. Needless to say I probably won’t be getting a good nights rest here. I probably would have given them an extra star but because of the beds I would put this at a 3 star. Beds are important you know?
I’m updating my review because apparently their is a dial on the side of the bed in which you can adjust the firmness or softness of the bed. It should be advertised in the room not in the check in area. The bed was hard as a rock!

I noticed this hotel has received some low reviews. I am not really sure why, i thought the hotel was well kept, staff very friendly and the food in the grill downstairs was pretty darn good i would say. I travel a lot and tend to stay at the Hilton Brand hotels the most because of their service and clean rooms. The only reason I did not give a full 5 starts is because i did not get any refills of coffee in the room. Other than that stay here you won’t be disappointed.

I was very disappointed with the reviews that I have read. This place is amazing!
The rooms are clean and the beds are comfortable.
Every single person that worked here that we encountered went above and beyond in every way!
The hot tub did the trick for after the long drive. The gym is not terribly huge, but it has what you need!
There is a free shuttle that will take you within a 5 mile radius. The drivers are awesome and very friendly.
We had supper here one night and the food was amazing! I recommend the steak wrap!
The bartenders were very friendly and helpful.
The entire front desk staff was fabulous! They were on point with every request and never acted annoyed.

A very new, clean property. Staff is amazingly friendly and greets you everytime you come and go. This is not your typical Hilton Garden Inn where the lobby is small, this property’s lobby is huge and spacious. The rooms are nicely sized and appointed giving you plenty of room to stretch and relax. If you want to work you can as well, nice and bright. A ton of parking for visitors and is near the shopping mall so you can easily get to restaurants or do a little shopping.
Great property to use your Hilton Honor points as each night is the same as lower priced properties so you get a lot. Well worth being a member and stay for free especially if you travel on business. I didn’t try eating at their restaurant but looked clean and well managed.
House keeping is a little slow but then again, it is a very large property and a lot of rooms to cleam. We sat a little in the huge lobby waiting for our room to be cleaned as we came back early from a day trip but it was no big deal but did remove one star. Still they are friendly and tries their best with meeting your expectations.

Room was not very clean. Nail clippings from previous person still on the floor. Ick. Tons of dust and dust bunnies on the carpet by the elevator. Clearly they hadn’t use a vacuum in awhile. Check out staff was a bit short and rude. Once they saw I had went through Hotwire for the room the conversation stopped. Didn’t care what I had to see about the service.

We flew into Baltimore after a seven hour flight, only to find that out room was given away to another person. I specifically called two days prior to make sure they had late check in, and that our reservation was confirmed. I have the confirmation number, yet they still said that they had no room for us even after I paid for the room. No offer to find other accommodations even though there are other hiltons in the area. I have been a Hilton rewards member for awhile and am extremely disappointed. I would never recommend this hotel to anyone, because who knows if you’ll even get to stay there after you pay for it.

Hotel is nice enough, but housekeeping alone will keep me far away from this hotel. My stay was 6 days in length, so I feel comfortable saying this. Food service is subpar… wait staff is slow, food was terrible, many in our group avoided it.
The housekeeping staff is simply inept. Our group of more than 30 travelers often found our rooms being cleaned past 5pm. The hotel had run out of valet bags, laundry soap, and could not find a way to resolve this during our 6 night stay. One morning I left some dress shirts out with a note and tip asking housekeeping to launder the shirts. Housekeeping opened the note, took my tip, and LEFT THE SHIRTS. Rooms were not cleaned… simply picked up. Trash was not removed daily, simply put, housekeeping was a deal breaker.

Stayed here one night on business. Woke up to the police making an arrest in a cigarette — smoke filled room on the same floor as mine. The police activity continued to the lobby and went on for an hour, sometimes loudly (by the offenders, not the cops). I have no problem with cops doing their job but it was apparent the hotel staff was used to this type of activity. I would NOT recommend this hotel.

We stayed here Valentine’s Day weekend so it’s understandable the hotel would be crowded.
Pros: Our room was nice & clean. Check in was easy & the King bed was super comfortable.
Cons: Breakfast Sunday morning was CHAOS! A waitress called out & there were tons of people waiting around to put in their order. To make matters worse, the lobby/​café/​kitchen area was FREEZING COLD! People were shivering, wearing coats & sweatshirts to try and keep warm. It was 7 degrees outside and thus it was 7 degrees indoors as well. There needs to be a better system for all the doors and the horrible draft! This is unacceptable.
The saving grace & the main reason for 3 stars– the only waitress available named Asha. Her positive & calm attitude during such a stressful situation is worth 5 stars & a serious raise! She tried to keep everyone calm & apologized to every guest as she took their order with a smile. She could have had an attitude & been frustrated with the circumstances but her professionalism (while wearing a down jacket to stay warm) kept people at ease.

Disappointing best description. As a diamond member I stay in a lot if hotels and this is one of (if not the) worst HGI properties. Three hangers, no laundry bag, no coffee, pillow cases yellow. What a disappointment. …

My company held our annual Holiday Party here, and many of us took advantage of the block of rooms set aside at a group rate. I reserved a king bed with a crib.
Check in was relatively easy, and the room upon entering was clean and well laid out. I didn’t know there was no tub (but a fancy walk in shower, which might be good for most). Not a big deal, but I would like to know that when reserving since I had a baby and would have preferred a room with a tub. Coworkers at the same hotel had a tub in their room.
My room was well stocked, but didn’t have a hair dryer. However, in speaking with others, some did. Others didn’t have an iron, which I had. So it was just inconsistent.
The service there was great, though. Each staff member I encountered was courteous, friendly and accommodating. This hotel is a great location, near Arundel Mills and BWI. What I also like about it is it is just down the road from the shopping, so you aren’t surrounded by too much traffic. It’s a little quieter and easy to get in and out of.

If the check out time is at noon then there shouldn’t be three separate individuals from housekeeping that should knock to see when you are leaving. I am unsure what type of hotel these people are running but you shouldn’t make your «guests» feel as though they should be in a hurry to leave. I can say that I be staying here another night. I do enjoy the Hilton brand but this particular brand needs a lot of help.

Whoa. While checking for bedbugs under the mattress, I discovered a half dozen or so pornographic magazines. I went down to the front desk, and informed them of the situation. I asked to change rooms. The guy asks me are you sure? Wouldn’t you just like me to have someone remove the magazines? I told him no, I don’t know what is in that room or what someone has been doing in there, but I have a pretty good idea. He then asked how many keys I had. I told him two, and one was in the room. He took the key I had from me as I was holding it up. I said I was going to need that key he took from me back so I could get back in the room. He said oh yeah. As he made a key for another room, he told me I was going to mix these keys up. He taped together a holder for the key and told me to bring the other key back when I was done moving my stuff. Right! I don’t think so. This is not my doing. I said I would call him when I was done moving my things and he could dome get the key. A few minutes later he began calling my room asking if I was done. I told him, no I was not, and I would call him when I was finished. I called him a couple minutes later and let him know I was out of the room. Later, a gentleman did come by an apologize for the room and asked if he could help move any of my things, but it was much too late. Like I said, I was done. Too many nicer places to stay in the same area. I will try the Residence Inn next time. Run away from this place unless you are looking to rent by the hour. :-)
UPDATE: The management at HGI has handled the incident superbly. Also, I suppose it would not be typical practice to look under the mattress when cleaning a room. I do not look under the mattress when I make my bed at home either (but I’m fairly certain what is under there too). I believe I may have acted irrationally in giving them a single star. So, I am upgrading my review to 2.5 stars (and then rounding up to three).

I’ve stayed at both BWI Hilton Garden Inn locations and tend to pick this one out of personal preference. While the other one offers several restaurants within walking distance, this location is super close to the BWI Rental Car Return building. Perhaps the worst off-​site rental car center for any airport in the world. Additionally, this location is five minutes drive from Arundel Mills mall, the Maryland Live Casino and the restaurants that surround Arundel Mills.
This building is unique in that it houses two hotels. On the front side, a Hilton Garden Inn, and in the back a Homewood Suites.
When I visited the lobby was completely covered in black draping, I don’t know if there was an event going on, or if they’re going through a remodel. Regardless, it looked odd and uninviting. There was also some sort of event going on, and the lobby was absolutely overwhelmed with what looked like party goers, or participants in the largest family reunion ever.
Check-​in at the front desk had to be shouted back and forth as the noise was so loud from all the guests in the lobby. Thankfully they had all my info set for ZipIn Check-​in, so I was handed my keys and on my way.
I booked a king room, and received one on the top floor of this 6-​story building. I entered the room to find a hideous smell. Almost as if a bottle of fabreeze had been spilled in the room to mask the smell of cigarettes. It was terrible.
The room was pitch black. So have your phone’s flashlight app ready, or just carry a Maglite. The room looked dull and boring. It was furnished, but the desk and chair did nothing for me but fill space. The bed they had was very comfortable and I enjoyed their pillows.
They had a widescreen HDTV, but honestly I never turned it on and I can’t advise what channels they have. They offer free wifi, but it was below average speed. I’d prefer a hotel that charged and had a decent speed, or at least offered a premium speed. Images were slow to load and forget about video or streaming.
I liked that the bathroom had a walk in shower… perhaps the highlight of the room. Though the water pressure was terrible and required me attaching my own showerhead.
In the morning the hotel had no newspaper at my door, and no receipt for my stay. Then I walk to the elevator to find the hallway looking as if someone dumped a wastebasket all over the floor.
While certainly not the greatest stay, I would return solely based on location. This hotel appears to be one that could easily mess up the basics. I’d recommend this property with caution.

We decided to have a one night getaway to check out the new Live Casino and wanted to stay someplace close to the casino and mall that also offered shuttle service to and from. We booked on hotwire and had a great rate, i was very happy that we ended up with a king room and it was quiet and the bed extremely comfortable. Check-​in was a breeze and the staff were welcoming and friendly. I was surprised that the carpet in the hallway (3^rd floor) was really in need of cleaning, there were many spots and stains. Also the ice machine on 3^rd floor was out of service and it was an extremely hot weekend and it was really hot in the corridors and even very warm in the elevator, but the temp in the room was perfect. The shower was very good also, i love water pic only the shower head was pointed at the wall and i did not notice so water went all over the place but no big deal. Really enjoyed the comfy bed and pillows and would stay again if in the area.

My family and I were fortunate enough to get the last room here during the weekend of the storm that caused power outages. Our power had been out for over 12 hours and it was too hot for my 1 year old to stay in a house without power. There was a line of about 5 groups in front of me when I checked in. With only one person behind the desk, the phone ringing constantly with people asking if they had any vacancy, and a full hotel, it took a while to get checked in. The lobby is clean and open. The front desk staff was very patient and friendly. I don’t know how they did it with everyone complaining because the hotel was booked. The rooms are roomy and clean. This is coming from a Mom with a 1 year old that crawls on the floor and will find any bit of dirt on the floor and try to eat it. Even after crawling around on the floor, his white socks were still white. The bed was comfortable, the mini fridge was a good size and room service was fast.
My only complaints were the microwave gave off a lot of heat and there was no tub so, if I had needed to, I couldn’t have given the baby a bath.

Definitely the most disappointing Hilton property I’ve stayed at, especially considering it shares the building with another Hilton hotel, the Homewood Suites, where I have stayed before, and which is much better. Our disappointment was with the housekeeping department, which forgot to leave shampoo, or washcloths, or coffee, or sugar for coffee — it was something different nearly every day of a 2-​week stay. Stay at the Homewood Suites or the Hampton Inn (both Hilton) and you get free breakfast — but not at the Garden Inn. The laundry facilities are puny as well, with long waits to use the washer or dryer. On the plus side, the gym was nice, as was the pool, and the staff is friendly.

This Hilton Garden Inn is relatively new and centrally located just minutes from the Arundel Mills mall. It’s got a pool, a small gym, laundry facilities, and a bar. Here’s why I’m giving it two stars: lack of attention to detail with regard to service.
I travel relatively often, and I’m a Hilton Honors member who’s stayed in plenty of Hiltons, some worse and some better. But there are a few things that I expect. I want my room to have all the towels and coffee supplies replaced, and I want it cleaned by 3PM each day. When I am exhausted after a long day at work and adjusting to a six hour time difference, the last thing I want to do is open the door and find that the room still hasn’t been made up. Or wake up and not be able to make coffee.
The thing that truly puzzled me about this recent 11-​night stay was that each day, something vital was missing from the room — it was simply not replaced by the maid staff. The second day, it was cream for coffee. The third day, shampoo. The forth day, sugar for coffee. The fifth day, no stirrers — had to stir my coffee with the handle of a makeup brush. I thought they might have gotten the hint when I called down for the 4^th consecutive day that something might have been amiss, but no. On day seven, when there were no washrags, I have to admit I got a little hot. I felt like telling them how exasperated I was, but thought better of it. After all, these people have unfettered access to my toothbrush!
Another worrisome habit — when the maids do come to clean, they open up room after room, propping them open with the bolt slider or whatever that thing is called. Anyone could duck in for a second and clean you out. Plus there were no in-​room safes.
It’s got all the marks of a Hilton property, but without the service excellence that make other Hiltons great. I suggest you stay at the adjoining Homewood Suites or the nearby Hampton Inn. Both are Hiltons, both have free breakfast, and you’ll get a friendly greeting — nonexistent at the HIlton Garden Inn.

This new hotel situated adjacent to BWI Airport and a half mile down the road from now gigantic Arundel Mills shopping mall, is a great value. 6 floors of spacious nicely decorated clean rooms with a sprawling lobby, business center, indoor pool and restaurant/​grill make this place a comfort. The staff is friendly and you cannot beat the cheap prices. I would recommend this place to anyone flying out of BWI or visiting Arundel Mills. Great value!